St. Dominic Hospital
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Manager of Patient Experience
at St. Dominic Hospital
SDH Manager of Patient Experience
The Manager of Patient Experience reports directly to the Vice President of Human Resources and Support Services and contributes to the quality and safety of health care delivery by serving as a point of contract for the patient/family when a concern involves multiple department/units, answering question, assuring their concerns are addressed, and compassionately guiding them through their hospital experience. Develops, implements, and promotes a culture of patient centered care which emphasizes outstanding service and compassion. Transforms the experience of patients and families in all areas and makes St. Dominic’s a recognized leader among the top performing hospitals in Patient Experience, exceeding national recommendations. Utilizes and analyzes patient feedback from a variety of sources including but not limited to patient surveys, comments, focus groups, complaints, direct observation, HCAHPS, etc. to track and monitor patient satisfaction and developing recommendations for service improvement.
Minimum Education Bachelor’s degree in nursing, healthcare or business required. Master's degree preferred.
Minimum Work Experience A minimum of 3 years of leadership demonstrably connected to patient experience and/or quality improvement.
Required Skills Knowledge of relevant healthcare regulations (including HIPAA), accreditation standards, Ombudsman & Mediator Code & Ethics & state tort system (as it relates to medical malpractice). Additional skills are data analysis; computer literacy; conflict resolution; personal organization; time management; and public speaking. Strong communication and team building skills; history of accomplished results; ability to work independently; organize workload to provide reliable follow-through and meet timelines and deadlines; ability to build strong relationships at all levels in an organization; develop a full understanding of service excellence best practices and tools, and communicate them effectively to accomplish results. Must demonstrate high level commitment to the Christian healing ministry of St. Dominic Health Services and patient/customer satisfaction improvements through prior experience and accomplishments.
Provides a positive and professional representation of the organization. Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention. Maintains hospital standards for a clean and quiet patient environment to maintain a positive patient care experience. Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of job role or practice. Adheres to infection-control policies and protocols, medication administration and storage procedures, and controlled substance regulations. Participates in ongoing quality improvement activities. Maintains compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards. Complies with organizational and regulatory policies for handling confidential patient information. Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in the Vision, Mission, and Values of the organization. Adheres to professional standards, hospital policies and procedures, federal, state, and local requirements, and TJC standards and/or standards from other accrediting bodies.
• Serves as an internal expert and consultant to bring the voice of the patient/family to other operational initiatives that impact the patient experience. • Coordinates successful hospital-wide service excellence programs to increase patient satisfaction scores • In collaboration with leadership and departments, identifies, develops and implements targeted improvement initiatives and establishes key metrics to measure performance. • Analyzes the diverse patient populations within assigned area of responsibility and identifies the unique needs of different populations. Ensures appropriate employee and department recognition of patient experience excellence through use of internal recognition programs and development of informal approaches to team and associate recognition. • Oversees, interprets and evaluates HealthStream, Hospital Compare, and all other patient satisfaction survey tool data.• Monitors and reports patient satisfaction scores to the Administrative Team and also disseminates data to managers and front line staff.• Provides education programs and develops “service tools” to train staff on scripting and other communication techniques• Hires, trains and supervises PBX staff• Serves on Management Council and Wayfinding Committee• Work collaboratively with other areas to enhance integration with the E3 philosophy of St. Dominic’s.
Prolonged periods of standing, walking, or sitting while on duty. Lifting, pushing, and pulling up to 10-15 pounds with or without assistance. Visual and auditory acuity and manual dexterity essential to performing designated duties required. Ability to perform effectively in a stressful and fast paced environment. Ability to pass all required health and other screening tests. Physical conditions are clean, neat and well lit. Maybe subjected to unpleasant sights and odors, stressful situations and hazardous or infectious agents where judgment as to precautions need to be taken is essential. Climate control an ambient temperature variances may be experienced. Exposure to limited amounts of hazardous chemicals or substances and infectious disease processes are a possibility. Hours of duty may be irregular or unexpectedly extended due to emergency circumstances. Direct contact with blood or other body fluids to which universal precautions apply. Personal protective equipment is made available and must be worn.